Premium Range - Tokyo Hot Tub

Returns

• Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
• ALL PARTS ARE FINAL SALE (parts cannot be used for troubleshooting and then returned)
• To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
• If an order is canceled once in transit, it is considered a return, and the customer is responsible for any applicable return shipping costs.
• Returns must be made through a courier service such as Canpar, Purolator, UPS or FedEx (NOT CANADA POST PLEASE) 
• All Items Listed, Described and/or Sold as "Open Box" are Final Sale 
• Additional non-returnable items:  Gift cards
• To complete your return, we require a receipt or proof of purchase.
• Please do not send your purchase back to the manufacturer.
• All Replacement Parts are Final Sale
• All warranty claims must be approved by the manufacturer for return eligibility 
• All Custom Orders are Final Sale
• All product tagged Special order are final sale
• Safety Covers are Final Sale

Any item not in its original condition, is damaged or missing parts for reasons not due to our error will incur a 20% restocking fee.

What is “Free Returns” Coverage?

When you opt-in for coverage at checkout, your return shipping label is included, allowing you to return any item(s) in your order for a refund or exchange for FREE. In addition, you will have a discounted restocking fee of 10%.

If you decide not to buy return coverage you can still return your items, but you will be responsible for the cost of the return shipping label and a 20% restocking fee.

All returns are subject to the guidelines outlined in our Return Policy.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

 
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at poolproductscanada@outlook.com.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged within 30 days of shipment. If beyond 30 days of fulfilment, the manufacturers warranty will apply.  If you need to exchange it for the same item, send us an email at info@poolproductscanada.ca 

All returns need to be approved prior to shipment. Feel free to reach out anytime, we are happy to assist.

REQUEST A RETURN

Please call us at 1-833-458-7665 

Please email us at info@poolproductscanada.ca

POOL PRODUCTS CANADA, INC.

278 COOK ST - Unit #3

MEAFORD, ON

N4L 1H4

Hayward Warranty Terms 

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: 

Pool Products Canada, Inc.

RETURNS WAREHOUSE 

278 COOK ST

MEAFORD, ON

N4L 1H4

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Claims Product Missing or Un Delivered

Once a shipment has been confirmed as delivered by courier or freight forwarder and your package is verified as missing, please contact us at info@poolproductscanada.ca and we can assist you.

Pool Products Canada, Inc. will;

• Provide proof of delivery from courier
• Provide image of product delivery for review (when available)
• Open a claim with courier on your behalf
• Note: Once your package has been delivered, the products are no longer under Pool Products Canada, Inc. property or possession and the products are our customers responsibility
• To reduce the chance of stolen items from your property or ensure confirmation of delivery, please select "Signature Required" option in your shopping cart menu (additional fees may apply)